Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Latent needs make or break customer perception While studies concerning the role of our subconscious do not entirely concur, they all quote an influencing factor between 75 percent and 95 percent. Given the magnitude of that role, why do the vast majority […]
Success in Customer Experience? Don’t Ask Your Customers What’s Important. Read More »
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. One of the benefits of my job is that I get to formulate driver analyses for all kinds of organizations. In turn, this provides me with wonderful, useful insights which many people find interesting. Today, I’d like to share the insights from
Improve My Satisfaction Where It Matters: The 10 questions for Email and Call Read More »
Prefer the Dutch version of this blog? Check out the blog on Marketingfacts. Many a document has been written in recent years on how customers can be made so happy that they will sing your praises. Virtually all these visions are based on the emotional experience which makes the difference. Matthew Dixon and others have
Emotional v. Functional Customer Experience: Know What Your Customers Want Read More »
